Helpdesk Supervisor at Tsebo Solution

Duties & Responsibilities    
Operational Planning:

• Co-ordinate staff to ensure the delivery of exceptional helpdesk services.
• Plan and schedule rosters to ensure optimal resourcing of all shifts.
• Exercise excellent judgement and decision making and be totally customer service driven.
• Organise large volumes of work for staff and others to multi-task.
• Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility.
• Invest time and energy in the management and development and motivation of the helpdesk team, in a manner to ensure highest quality of service delivery while maintaining high team morale.
• Undertake skills enhancement and personal development through monitoring and mentoring, on individual and team basis.
• Ensure all aspects of Helpdesk and related Admin and HR policies and procedures are adhered to including timesheets, overtime claims, sick and leave forms.
• Provide accurate statistical reports when required.
• Implement dynamic operational working procedures, to support the delivery of service excellence.
• Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required.
• Strong detail analysis of service delivery and identify continuous improvements.
• Introduce systems for analysis of service delivery i.e. feedback surveys.
• Monitor the team’s performance promoting achievements and identifying weaker areas for improvement.
• Supervise employees, including timekeeping and attendance, and report employee issues to line manager.
• Manage calls in accordance to risk of contract to avoid paying penalties.
• Provide daily/ weekly/ monthly reports as required.

Process and Procedure Effectiveness:

• Improve methods of carrying out work through on-the-job concrete experience.
• Update and maintain documents detailing company Helpdesk procedures.
• Ensure that workflow continues without interruption.
• Provide technical guidance to Helpdesk Operators in resolving problems.
• Implement efficient and effective administrative performance and turn-around times.
• Responsible for the collation, distribution and control of sensitive information and reports to authorised persons only.
• Responsible for data capture integrity, process and governance.
• Follow up call progress with internal services providers/ contractors.

Customer Service and Advice:

• Keep up to date with business developments and strategies within the environment.
• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced.
• Manage and resolve conflict within team, and with clients.
• Work with teams to develop and maintain a customer-focused attitude toward activities.
• Keep up to date with business objectives within the environment.
• Provide advice on general changes and compliance within the workplace management framework when required.
• Attend to and resolve all customer queries timeously or escalate when necessary.
• Follow up and follow through on all queries timeously.

Reporting:

• Update and maintain all relevant records.
• Prepare weekly/monthly reporting within set timeframes for submission to your Manager as requested.

Code of Conduct:

• Undertake such other responsibilities as directed by Management that will drive sustainability.
• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one’s own performance.
• Promote TFS’s & Hwawei’s image and corporate citizenry through deliberate and co-ordinated activities.
• Familiarise yourself with and ensure ongoing implementation of TFS’s quality management system for all policies and procedures related to Quality, Environment and Health and Safety.
• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Ensure TFS ethical values are adhered to.

Skills and Competencies    

• Flexible with regards to working times i.e. working shifts
• Proficiency in English; knowledge of additional languages is a plus
• Excellent organizational and time-management skills
• High degree of computer literacy (MS Word, Power Point, Excel)
• Excellent Communication Skills and Relationship Management Skills
• Excellent oral and written communication skills.
• Ability to plan, organise and control own work effort.
• Have multi-disciplinary basics and exceptional expertise.
• Knowledge of facilities management and the hospitality industry.
• Knowledge and understanding of service level agreements
• Problem solving and analytical skills
• Conflict Management
• Leadership skills
• Ability to deal with irate customers
• Attend to Phone Calls and Emails
• Customer Service skills
• Excellent people management skills
• Performance management
• Resource management skills
• Knowledge of OHS Act

Behavioural Qualities

• Emotional Intelligence: ability to work with colleagues who have different ways of behaving and interacting.
• Resilience: ability to cope with setbacks.
• Ability to work unsupervised.
• Self-disciplined, motivated, energetic self –starter with an exemplary work ethos.
• Capability to interact with both internal and external customers at all levels.
• Ability to maintain confidentiality.
• Attention to detail with a methodical and structural approach.
• Results focussed and professionalism
• Ability to multitask
• Ability to follow established procedures.
• Ability to work under pressure.
• Project a professional and competent image at all times when on duty.
• Ability to deliver high quality and proactive design service to internal and external customers.
• Ability to use own initiative and to operate with no management support when required.
• Initiative and problem-solving skills.

Qualifications    

• Grade 12 (non-negotiable)
• Helpdesk / Call Centre or customers service experience a prerequisite.
• Computer literacy
• Mandarin and Cantonese speaking advantageous
• Hospitality experience
• Helpdesk operations and management
• Call Centre operations and management
• Planning and organising
• Supervision and training of staff
• Conflict management
• Customer service

Closing Date: 13th, June 2022